Customer Relations Specialist (UWUA Local G-555)

Posting End Date:

Employee Type:

Enbridge Gas Ohio is looking to hire multiple Customer Relations Specialists for our Akron Eastwood Shop location. This role is responsible for representing the company by receiving internal/external customer phone calls while learning to resolve inquiries and requests related to those calls.

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Heres what you will do:

• Performs customer service and/or customer account work for residential/commercial customers regarding company products services and activities.
• Receives customer calls and ensures effective customer service and prompt and courteous handling of all customer inquiries and requests.
• Accurately and efficiently handles customer service requests for meter sets meter reads installation of new service etc.
• Responds to customer service requests related to automated meter reading equipment issues non-registering meter and other equipment related issues.
• Resolves customer complaints by investigating complaint and recommending solutions to resolve the problem or correct the billing error. Performs research on accounts as assigned to answer PUCO Legal Dept. and Media Consumer Affairs or Executive customer complaints. Forwards all pertinent information to requesting company personnel as required.
• Suggests alternative methods (within company policy/procedure guidelines) to assist the customer with billing related issues including recommending assistance programs available as well as billing budget options in order to satisfy the customer.
• Support the accounts receivable management goals by working with customers to resolve payment issues and reduce past due balances.
• Promotes energy efficiency programs low-income assistance programs and related services to meet customer needs and educates customer as needed on appropriate programs.
• Resolves escalated calls by responding to complex customer problems requests inquiries and complaints in an independent manner and completing all required account work.
• Performs other related duties as assigned (e.g. updating customer account information correspondence returning customer calls with information creating correspondence to customers work queues scheduling field work etc.)
• May assist in training new personnel and/or in cross training.

Who you are:

You have:

• A high school diploma or equivalent is required.
• Must have 1 to 3 years of direct Customer Service work experience.
• Must be able to demonstrate competency in Customer Information Systems
• Must be able to follow and uphold departmental and company policies and procedures.
• Must be proficient in the use of Windows and have good personal computer skills.
• Analytical ability and basic math skills are a must.
• Must have excellent oral and interpersonal communication skills.

You are:

• Willing to work shifts and have a good attendance and work record.
• Willing to work shifts 24/7 which includes odd shift hours weekends and holidays.
• Willing to work overtime.
• Must understand and follow company procedures.
• Must have the ability to make decisions independently and under pressure.

Working Conditions:

• Office or Virtual Work Environment.

Physical Requirements include but are not limited to:

The physical attributes required to perform the essential functions of the job include hearing and manual dexterity to respond to customers on the telephone and operate various types of office equipment. repetitive motion typing sitting standing visual requirement (able to see screens detect color ding read fine print) hearing requirement and the ability to sit at a computer for long periods of time.

Mental Requirements (Both Field & Office) include but are not limited to:

Ability to: understand remember and apply oral and/or written instructions or other information understand complex problems and collaborate/explore alternative solutions organize thoughts and ideas into understandable terminology organize and prioritize work schedule on a short-term basis make decisions which have moderate impact on the immediate work unit and monitor impact outside this area understand and follow basic instructions and guidelines complete routine forms compose letters outlines memoranda and basic reports and communicate with individuals via telephone.

Company paid international relocation assistance is not offered for this role.

Due to our ongoing integration with Dominion Energy certain positions may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

At this time Enbridge cannot transfer or sponsor a work visa or employment authorization for this position.

#joinourteam

At Enbridge we are dedicated to our core value of are proud to bean Equal Opportunity Employer. We are committed to providing employment opportunities to all qualified individuals without regard to age race color national or ethnic origin religion sex sexual orientation gender identity or expression marital status family status veteran status Indigenous status disability or any other reason protected by federal state or local with disabilities can request accessible formats communication supports or other accessibility assistance by contacting .

Information For Applicants:

• Applications can be submitted via our online recruiting system only.

• We appreciate your interest in working with us; however only those applicants selected for interviews will be contacted.

• Final candidates for this position may be required to undergo a security screening including a criminal records check.

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